SELLING IS:

SELLING IS:Assisting the Customer inMaking a WiseBuying DecisionWHAT TYPES OF HELP DO CUSTOMERS EXPECT FROM SALESPEOPLE?Types of Customers: decided undecided just-lookingTHE SALESPERSONS MOST IMPORTANT FUNCTION IS SELLINGhttp://www.youtube.com/watch?v=LtXw1eKYAww

4Salespeople Can Provide Assistance To Their Customers By:Asking questionsAssisting customer in selecting productDemonstration product featuresExplaining customer benefitsAnswering customer objectionsAsking the customer to buySuggesting additional merchandiseReassuring the customer

What to Learn About Your Products or ServicesAppearanceMaterial compositionManufacturing processUses of productPerformance of productService of productCare of productProduct brandsPrice of productProduct competitionRelated itemsSources of Product Informationmerchandise itselfsalespeoplecustomerspersonal experiencemerchandise publicationsother sourcesBUSINESSIn business, the U comes before the I.PURPOSE OF THE APPROACH:Welcome the customerGain the customers confidence and trustDirect the customers attention to the product http://www.youtube.com/watch?v=NK51QkROposhttp://www.youtube.com/watch?v=I6dWyRD7Lvc&feature=relatedhttp://www.youtube.com/watch?NR=1&v=60Kt9XRfPn0

TYPES OF CUSTOMER APPROACHESMerchandise approachWelcome approachService approachhttp://www.youtube.com/user/MissyQuest#p/u/14/nrHF_eBYdtkhttp://www.youtube.com/user/MissyQuest#p/u/19/UFtsnTh1hoU

Service ApproachConsidered the least effective approach method.Should only be used when customer is obviously in a hurry or when selling a service.

May I help you?Greeting ApproachUsed to acknowledge customers presence and establish rapportMay include introduction of oneselfCan be combined with service or merchandise approachEx. Good morning! Is it still raining outside?Merchandise ApproachIncludes comments or questions about the merchandise the customer is looking at or handlingConsidered the most effective approachQUALIFYING YOUR CUSTOMERObserve your customerGive a selling statementAsk questionsListen to your customerPRINCIPLES OF EFFECTIVE LISTENINGPrepare to listenStop talking and listenPay attentionLook and act interestedDont interruptGive customer time to thinkUse listening responsesPractice listeningVocabulary ActivityTo help us learn all of our vocabulary words we are going to do a Word Presentation.

You will work in group of 2 and receive 10 words from this vocabulary list.You will create a Powerpoint (Have fun! Be creative!) for each word & PRESENT it to the class NO LATE WORK! You will have two days to finish. If you do NOT have your presentation ready to present on Friday, your word will be given away to another student for bonus points and you will lose those points. Prepare the Feature-Benefit Sales Presentation by:Determining what to sayDetermining what to do

A Product Featureis anything you can: -See or hear -Feel or touch -Smell or tasteAnswers the question: What is It?A Buyer BenefitIs a gain, satisfaction, or personal benefit received by the customer.Answers the question: What does it mean to me? Or how will I benefit?HOW TO TRANSLATE PRODUCT FEATURES INTO BUYER BENEFITSList the product features.Determine what each feature will do for the customer.Explain how your customer will benefit from the product performance.http://www.youtube.com/watch?v=hgGqPiQIgEc

TYPES OF QUALIFYING QUESTIONSWHO will use the product?WHAT does your customer expect from the product?WHERE will the product be used?HOW will the product be used?WHEN is the product needed?WHAT are your customers likes and dislikes?http://www.youtube.com/watch?v=r8Q5tRUsUeo

CUSTOMERS BUY BENEFITS!Buying Decision ObjectionsproductPlacePriceTimequantity

HOW TO ANSWER CUSTOMER OBJECTIONSListen to the objectionPause before answeringShow empathy for your customerRestate the objectionAnswer the objectionTechniques for Answering ObjectionsYes, butDirect denialSuperior pointBoomerangQuestionDemonstrationThird-partyClose on an objectionWHEN TO CLOSE THE SALE:BUYING SIGNALShttp://www.explania.com/en/animations/detail/how-to-close-a-deal

CLOSING TECHNIQUESAsk-Your-Customers-To-Buy CloseChoice CloseAssumption CloseAdvantages-and-Disadvantages ClosePremium CloseLast-Chance-To-Buy CloseStanding-Room-Only CloseTestimonial CloseObjection CloseRelated-Merchandise CloseOthershttp://www.youtube.com/watch?v=hxCHEJSHOBE&feature=fvwrel

Suggestion Selling IsA personal service to the customer.A reminder to customers of needed merchandise.A help to customers in satisfying their needs and wants.A benefit to the business, salesperson, and customer.WHAT TO SUGGEST TO YOUR CUSTOMERSRelated MerchandiseNew MerchandiseLarger Quantities of MerchandiseBetter Quality MerchandiseMerchandise SpecialsMerchandise for Special Occasionshttp://player.discoveryeducation.com/index.cfm?guidAssetId=BA9C1175-9B71-4188-8D64-A7F5576CFEAF&blnFromSearch=1&productcode=DHC